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Provides system-level technical support for mechanical, electrical, plumbing, controls, assembly, and fabrication components of Intellihot products. Troubleshoots product performance issues for customers and dealer or contractor personnel, evaluates and escalates cases, supports product sizing and applications, and recommends improvements to technical documents, manuals, procedures, and product quality. Participates in training and an after-hours support rotation.
Position Summary
The Mechanical Systems Engineer (MSE) requires knowledge of mechanical systems, electrical systems, potable water plumbing components, controls, assembly, and fabrication of Intellihot products. This position will provide system level technical support to customers and dealer/contractor network personnel to troubleshoot and resolve product performance issues.
Role & Responsibilities
- Provide system level technical support to customers and dealer/contractor network personnel via phone/email.
- Be an expert to analyze the connected Intellihot products and offer technical support to resolve issues.
- Evaluate and escalate cases to team lead as needed.
- Participate in periodic training sessions when needed.
- Recommend changes to the team lead based on field issue cases you deal with to improve product quality and resolve various ongoing problems.
- Recommends improvements to technical service documents, manuals, troubleshooting guides, and startup procedures.
- Assist with sizing and applications requests if needed.
- Participate in weeknight/weekend/holiday after hours call rotation
- Perform other duties as assigned
- Education Requirement: BS in Mechanical Engineering or equivalent experience (3-5 years).
- Excellent “hands-on” approach to problem solving.
- Excellent verbal and written communication skills.
- Working knowledge of Windows OS, iOS and Android.
- Microsoft Word, Excel and PowerPoint.
- Travel Requirements: < 10%
Competencies:
- Customer Focused
- Communication
- Problem Solving
- Patience
- Organization Skills
- Take ownership
- Self-Taught
Salary Range: $65,000-75,000 per year
Benefits: Medical, dental, vision insurance, 401K with company match, life insurance, short term disability, long term disability, paid time off, paid holidays, and bonus potential
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